Leverage the end user's perspective to improve your service quality, optimize technician performance, and ensure better process efficiency using advanced analytics for user surveys.
Analyze feedback from your end users to get a clear picture of your agent performance. Tie agent performance with customer satisfaction scores (CSAT) to create accountability and improve performance.
Measure the success of your support strategy by comparing satisfaction ratings from tech savvy (IT, DevOps) with non-tech savvy (HR, finance) user groups. Next, optimize your approach, or create several diverse ones to cater to the different user groups based on their expertise level.
Use keyword-based sentiment analysis to discover new services that your end users need; then consider providing them on a long-term or short-term basis after considering all the factors.
Surveys act as an alert system for customer dissatisfaction. Use analytics to zero in on pain points in your service process, and get clues on how to improve those services.
Continuously measure user satisfaction to keep track of what works and what doesn't. Take action based on survey results, and over time, you'll see continuous improvements in satisfaction ratings.